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donandersonjr
Expressive Exchange
Conversation Starter
1st Reply

Contributor

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16 Messages

Friday, April 3rd, 2020 7:00 AM

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Packet Loss - Is this a larger issue?

I've been experiencing packet loss between between my comcast modem and it's first hop (96.120.69.61).  It disconnects zoom and webex meetings, as well as impacts VOIP calls.   I've been tracking it for about 24 hours now and there doesn't seem to be any trigger as to when it occurs.  

 

Is anyone aware of a larger comcast issue? Looks like others have been reporting it as well.  

Question

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Updated 

4 years ago

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EG

Expert

 • 

103.5K Messages

4 years ago

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

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donandersonjr

Contributor

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16 Messages

4 years ago

Hi, its a technicolor CGM4140COM and the connection between the cable modem and the PC I am testing with is hard wired.

 

Thanks

 

Downstream
 Channel Bonding Value
Index
21
9
10
11
12
13
14
15
16
17
18
19
20
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
159
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
579 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
555 MHz
561 MHz
567 MHz
573 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
702 MHz
641600000
SNR
39.2 dB
39.7 dB
39.7 dB
39.9 dB
38.3 dB
39.3 dB
39.5 dB
39.3 dB
39.5 dB
37.0 dB
39.3 dB
39.3 dB
39.2 dB
39.2 dB
39.1 dB
39.4 dB
39.3 dB
39.2 dB
39.3 dB
39.0 dB
39.3 dB
39.2 dB
39.3 dB
39.2 dB
39.1 dB
39.2 dB
39.2 dB
39.2 dB
39.0 dB
39.0 dB
39.0 dB
38.8 dB
38.7 dB
NA
Power Level
-3.8 dBmV
-3.3 dBmV
-3.5 dBmV
-3.3 dBmV
-3.7 dBmV
-3.9 dBmV
-3.9 dBmV
-4.4 dBmV
-3.9 dBmV
-3.9 dBmV
-4.3 dBmV
-4.2 dBmV
-3.9 dBmV
-3.6 dBmV
-3.4 dBmV
-3.3 dBmV
-2.9 dBmV
-3.2 dBmV
-3.0 dBmV
-3.4 dBmV
-2.8 dBmV
-3.1 dBmV
-3.2 dBmV
-3.1 dBmV
-3.2 dBmV
-3.5 dBmV
-3.3 dBmV
-3.6 dBmV
-3.5 dBmV
-4.2 dBmV
-4.2 dBmV
-4.9 dBmV
-4.0 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
Upstream
 Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
36 MHz
30 MHz
23 MHz
17 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
43.3 dBmV
42.8 dBmV
41.8 dBmV
41.8 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
 

 

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EG

Expert

 • 

103.5K Messages

4 years ago

Thie signal stats are o/k. Are there any modem RF error log entries being shown ? If so, please post them as well.

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donandersonjr

Contributor

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16 Messages

4 years ago

Where do I see that?  The logs it has only show admin logins.  

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donandersonjr

Contributor

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16 Messages

4 years ago

How about this?

CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Unerrored Codewords
3123706157
3950761796
3950765749
3950771174
3950776521
3950781515
3950786421
3950791477
3950806048
3950813843
3950816850
3950822471
3950827543
3950832124
3950837611
3950837664
3950863079
3950867381
3950872955
3950878274
3950883550
3950888644
3950893404
3950898171
3950903803
3950909322
3950914416
3950920000
3950923868
3950928802
3950931586
3950933098
3123706157
Correctable Codewords
19840430
134
1
0
0
0
1
1
0
0
0
0
0
0
1
1
2
2
2
1
1
1
1
2
1
1
1
1
2
7
1
1
19840430
Uncorrectable Codewords
134
0
0
0
0

 

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EG

Expert

 • 

103.5K Messages

4 years ago

You're probably out of luck with that...  We've seen many posts here recently indicating that they have now blocked the end user from accessing the error logs in the Comcast supplied gateway devices. A BIG mistake in my opinion......

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EG

Expert

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103.5K Messages

4 years ago

That's not the RF error log entries but the "Uncorrectable Errors" are zero to very low !

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donandersonjr

Contributor

 • 

16 Messages

4 years ago

Well, I made the mistake off calling for help as the packet loss just keeps increasing and during the worse possible moments.  The technician on the phone took my modem out of bridgemode so she could enable wifi (I said wifi was off, I don't use it, and this machine is plugged directly in), and hung up on me.   

 

I also connected to my neighbors xfinity network and am seeing the same thing occur. 

 

@EG Any chance you could put me in touch with a level 2 or 3 engineer?  

 

Thanks

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EG

Expert

 • 

103.5K Messages

4 years ago

No, but I can escalate the issue to the Comcast corporate employees that are available to these boards.

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donandersonjr

Contributor

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16 Messages

4 years ago

@EG, thank you!

 

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EG

Expert

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103.5K Messages

4 years ago

Done.

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donandersonjr

Contributor

 • 

16 Messages

4 years ago

Picture

 

 

 It's gotten really really bad.  

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CCMorgan

Gold Problem Solver

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3.3K Messages

4 years ago

Good afternoon, donandersonjr. We appreciate you posting here for support and including stats. It's concerning the connectivity issue takes place while hardwired, but the good news with that is that it narrows things down a lot. Cuts out certain potential contributing factors that may otherwise apply. I would like to pull up the information on your modem here on this end and we can work together to reach a solution. To get started, please send me a PM with your first and last name.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

 

I look forward to hearing from you and helping you out. Thanks!

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CCMorgan

Gold Problem Solver

 • 

3.3K Messages

4 years ago

Thank you so much for taking the time to work with me, donandersonjr. Glad to hear about the improvements in your connectivity. Feel free to create another post if you need any assistance down the road. Take care. 

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